Operations Manager - Cebu - Collection Background

• Long-term planning to create initiatives that further the company's overall goals.
• Coordinating different teams to foster exchange of ideas and provide cross-team learning opportunities.
• Assessing and analyzing departmental budgets to find ways to minimize expenses and optimize profits.
• Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives.
• Communicating with the board or other senior officials about shifting company priorities and projects
• Identifying potential problems and points of friction and working to find solutions in order to maximize efficiency and revenue.
• Identifying opportunities to expand or shift course to take advantage of changes in the market.
• Establishes, develops, and maintains a continuous working relationship with the clients.
• Engage with client to deploy opportunities and create a stronger value proposition for clients.
• Proactively evaluate the needs of client and determine solutions for their problems.
• Conduct regular customer connects and participate in Management Review Meetings. Leads the Status/Operations calls with the clients.
• Focuses on maximizing Customer Experience while optimizing cost.
• Liaise between customer and internal technical delivery team to drive project health.
• Provides functional support to direct reports on customer support needs.
• Pro-actively communicates with process owners all relevant issues needing immediate attention. Ensures proper staffing levels to achieve Service Levels
• Conducts Performance Reviews for direct reports.
• Highly involved on the onboarding of new projects
• Ensures compliance with all applicable Wipro and SUPPLIER policies.
• Assists Human Resources/Recruitment department in the recruitment process by interviewing potential hires and outlining clear job expectations
• Ensures that all company information which includes customer information are kept confidential and secured

• Graduate of any Discipline
• Experience 10-12 years
• Knowledge and experience in Property Leasing is an advantage
• At least 6 years in a supervisory role in a similar process or 4 years managerial experience in a similar process
• Minimum Collection experience required is 3 years, with 18 months within the past 2 years & age requirement is min 21 years old
• Branch Manager candidates undergo (and must pass) an international criminal background check (iBGV) including a credit check (some states require this annually
• The Branch Manager must have excellent credit (no bankruptcy, past due accounts, judgments, etc.)

• Should have knowledge of business operations and project management activities. Should have exceptional leadership and mentorship abilities.
• 10-12 years' experience in Customer Service domain within minimum 5-6 years in Real Estate/ Retail/ Utilities industry with hands on knowledge CAPA and complaints handling. Exceptional English verbal and written communication skills
• Effective client management
• Excellent decision-making skills.
• Self-motivated and able to motivate others by providing constructive feedback.
• Ability to work well under pressure with minimal supervision.

• Proficient with Microsoft Office with strong emphasis on Excel